ComplaintsforThe Penalty Box
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/09/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In June 2022, we ordered 3 grab bags worth a bit over $150. I made several attempts to reach out to either have them refunded or sent. In February 2023, we were notified that something was coming after yet another complaint. The email apologized for the delay and stated a package was on its way. We had also ordered a sharpener in january that Drew indicated would be sent as well. Niether arrived. We received a refund for the sharpener minus the costs incurred in the transaction and no communication as to what happened. We were out the fees plus the monies from the June transaction. I continued to attempt to reach out every couple of weeks. No response and no refund on the remainng monies.Initial Complaint
05/25/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Made 2 different purchases within a few weeks totaling over $150 dollars. Have emailed multiple times, website is now “under construction” and have not received my purchases. Very upset there is no response to any emails sent or product to be shipped. No communication sent about any issues, or if company closed.Initial Complaint
04/04/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 06/01/2022 I placed order #****** for a neck guard ($34.01). On 06/26/2022, I placed order #****** for a shot radar and dryer ($135.29). On 07/19/2022, I requested an order status. On 07/25/2022, I received this reply from Amy, "I'm so sorry for the delay with your order. We're hoping to have the neck protects in stock next week." On 08/16/2022, I contacted PenaltyBox about both outstanding orders. On 08/17/2022, I received this reply from Amy, 'I'm so sorry for the delay. The neck protects were held up at customs because they come from Canada. They have finally arrived at our warehouse! We're working on getting them all shipped out now, but we sold quite a few of them. They'll start shipping this week and will finish up next week. The dryers are coming from our manufacturer overseas and are taking a little longer than we anticipated. It looks like they will be arriving in September. We'll be sure to ship them out as soon as they arrive at our warehouse." I continued to contact the company on many occasions (9/23/2022, 10/4/2022, 10/13/2022, 10/17/2022, 11/03/2022). On 12/10/2022 I received an email with contact information for Drew. After several emails in Jan and Feb 2023 I was told the orders would not be fulfilled and offered a refund. I provided my information for a refund on 02/08/2023, but have never received it. I did get a complimentary pair of slides, but no refund. All further emails have gone unanswered.Initial Complaint
01/05/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Prior to Christmas I placed two separate orders with Penalty Box. I was under the impression they would arrive well before the holiday. When Christmas was about two weeks out I reached out and was assured by Amy that they would arrive. I still don’t have the things I’ve ordered. I reached out to the owner Drew and he responded in a hostile manner. Completely done doing business with the company. I suspect it will be out of business within the year.Business response
01/05/2023
This complaint has no substance, the consumer has not stated any facts, it’s opinion.
The orders in question are refunded.
Initial Complaint
12/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Debated back and fourth on submitting this but had to be done. Ordered a Black Friday grab bag. They were said to be all packaged up and ready to ship before the order was even placed. Ordering also said it was guaranteed to ship before December 10th or it was free. It was not shipped until December 14. There has been no refund on my card and when we ordered the bag, did not order a virtual bag which 90% of the valued amount is coming from. Reached out and said they had something stuck in Buffalo even though original order stated bags were ready to go? Got the bag finally and tried to set the mouth piece for my daughter-1. It was an adults, 2. The mouth piece stuck to the plastic heating bag - in to trash they both went. Tried to order the electronic photo- said 24 hour turn around. That was the 14th- 4 days ago, and still nothing. So basically paid $49.98 for a wrist band and glasses strap (which won’t be used either). I get the bag is get what you get but this is unacceptable. Should state items may be virtual in the description. Also description states random assortment of gear. The only gear was the random mouth guard that was trash. Requesting refund of the $49.98 I paid.Business response
12/19/2022
Consumer has been refunded. She could have easily reached out and worked with us, but chose not to.Initial Complaint
11/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On January 23, 2022, I placed a preorder and paid for Skaboots size medium. I still to this day never received the item. I emailed the company June 26th and September 21st inquiring about the order and was assured it would come, but there have been shipping delays. Finally on September 26,2022 I requested a refund. My order ended up being canceled October 3, 2022 however, I did NOT receive my $41.48 back. I emailed about my refund on October 12th and October 17th with no response. Here it is November 2nd and I still have not heard from them or received my money back. I contacted my credit card company yesterday and they see my claim as valid, but responded saying the company refuses to refund me.Business response
11/03/2022
Their bank is incorrect - it's impossible to stop a valid credit card chargeback. The time between purchase and refund request has been too long, which is the issue.
I have no correspondence with this customer, more than happy to refund if she reached out directly to me.
Initial Complaint
10/24/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Placed order on 8/1/22. I have followed up numerous times with no resolution including 9/13, 9/23, 10/12, 10/16, and 10/19. I would just like a refund on this order. The communication and reliability with this company simply isn’t there.Business response
10/24/2022
Refunded.Customer response
10/24/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18297620, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
10/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a dryer and a multi tool on August 27th. The items never came and when I reach out to the penalty box they respond with an email asking me to be patient before they respond. I have waited multiple weeks for a response. Finally I was given the email of a Drew L**** drew@penaltybox.com He assured me he would refund my money. He didn’t. When I replied o was still waiting he marked my order as refunded but did not actually refund the money. I want my $134.09 refunded.Business response
10/21/2022
The refund was issues to the customers credit card. She does not understand that the banking return system takes a few days to see the actual refund. It’s standard practice.Initial Complaint
09/22/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed 3 separate orders in May/June that I have not received. In July I was told they would be shipped the following week they have not yet shipped. I have sent 5 emails in the past 3 weeks attempting to cancel my orders and get a refund and have not gotten an answer. I would like a refund so that I can purchase these items from elsewhere.Business response
09/22/2022
RefundedInitial Complaint
09/21/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have placed 2 orders with this company this year, and have either not received the refund I requested or the items I purchased. On March 21 2022, I ordered 2 pairs of swim trunks for my sons for the summer. In April we received notice that it would take longer than expected and were given the option to cancel, but were told they should arrive instead in May. Given that summer break didn't start until June, I waited for my order. Between June 1 and August 6, I reached out to them 6 times requesting a status update (sometimes I received a response, other times I did not). If I did not do this I would not have received any updates. On August 8th I was given the option to cancel for a refund, which since summer was over, I agreed to. I was told they would process the refund "as soon as we can" and as of writing this I have no documented proof that the refund was initiated. My order cost $103.65. On June 1 2022, I ordered 4 neck guards for hockey players (to prevent arteries in the neck accidentally getting injured with skate blades). Hockey tryouts and the season start in late August/early Sept in my state, so I thought allowing nearly 3 full months was sufficient. On August 2nd I had not received any of my order, so I reached out for an update. I did receive a response on the 8th that they were expected to ship in a week. On Sept 1st, I received a notice that shipping label was created. As of this writing 20 days later, the USPS status remains that the label was created, and USPS is still awaiting the package. My account states the order as 'fulfilled' because the shipping label was created, this is very misleading. This cost $129.40. Overall, while I understand cargo and supply chain issues, the lack of communication and transparency regarding status and expectation setting has eaten at my patience. I have been buying items from this company since 2020, with a total of over $1500 over all, and I have had some very good experiences, but not any longer.Business response
09/21/2022
Refund provided.Business response
10/07/2022
***** could have reached out to me at any point and I would have taken care of this. The full refund has been processed.Customer response
10/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18056523, and find that this resolution is satisfactory to me.It was noted in the business response that I could have reached out to them, it should be noted that I did... several times (provided in the complaint), and this was my last attempt to recoup my money.
Sincerely,
********* ******
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
14 total complaints in the last 3 years.
0 complaints closed in the last 12 months.